**About arenaflex**
At arenaflex, we are dedicated to being a force for good in the lives of our customers and the communities we serve. As a leading provider of substance use safety, detection, and monitoring products and services, we are committed to helping people live responsibly and keep communities safe. Our mission is guided by a simple yet powerful philosophy: "Always aware. Always guiding. Never restricting or judging."
**Job Summary**
arenaflex is seeking an experienced Customer Service Manager to lead our team of Licensed Customer Service Agents in delivering exceptional customer experiences, driving retention, and fostering strong relationships with our carrier partners. As a key member of our leadership team, you will be responsible for motivating and developing our customer service team, evaluating key behaviors that drive quality service, and identifying opportunities for continuous improvement. If you are a results-driven leader with a passion for customer service, we encourage you to apply for this exciting remote opportunity.
**Key Responsibilities**
As a Customer Service Manager at arenaflex, you will be responsible for:
* Selecting, managing, coaching, and developing a high-performing team of Licensed Customer Service Agents
* Creating and maintaining a winning culture among team members, motivating associates, recognizing successes, and resolving grievances
* Monitoring individual and team results and productivity to identify and act on both positive and negative performance trends, ensuring attainment of revenue goals and performance targets
* Meeting and/or exceeding appropriate levels of Customer Service abandon rate, average speed of answer (ASA), policy retention, and quality scores
* Monitoring calls to identify and act on strengths and weaknesses in service techniques, technical accuracy, and company policies
* Providing feedback to associates and delivering corrective action and termination of employees in accordance with company policy
* Answering questions and recommending solutions to address customer complaints
* Reviewing carrier, customer, and agent feedback and taking appropriate action
* Developing, implementing, and managing processes to ensure that policies meet required specifications for quality
* Identifying and analyzing issues, defects, and other problems, recommending, and facilitating solutions to these issues
* Providing communication and follow-up to ensure associates are fully informed of all current information related to products, procedures, customer needs, and company-related issues, changes, or actions
* Meeting regularly with arenaflex Leadership Team and providing detailed reporting on the overall performance of the team
* Developing and maintaining interdepartmental partnerships to resolve customer issues
* Performing all other duties as assigned
**What You'll Bring to the Table**
To be successful in this role, you will need to possess the following qualifications and skills:
* High School Diploma or GED; Bachelor's degree preferred
* 1-2 years progressive leadership experience required, preferably in a call center environment
* Currently possess an Unrestricted Resident Property/Casualty Producer's License
* Strong verbal and written communication skills, computer skills, including Microsoft Office programs, and adaptability
* Ability to think analytically to identify qualitative or quantitative trends and recommend appropriate actions
* Effective problem-solving/process improvement skills used to identify and resolve operational, customer-facing, and/or employee relations problems
* Three years of experience leading a quality assurance program in a fast-paced, high-volume contact center environment supporting the insurance industry
* Five years of contact center leadership experience
**Why Work for arenaflex?**
arenaflex is a Top Workplace, recognized locally and nationally, and a Best Place for Working Parents. We offer a comprehensive and highly competitive benefits package, including:
* Starting base salary $51,150.00 - $66,000.00 + 10% bonus potential + monthly commission
* 401(k) + benefits
* Dental Insurance
* Health Insurance
* Vision Insurance
* Paid Holidays
* Paid Time Off
* Ongoing Professional Training online via Litmos
* And more
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to practicing a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.
**How to Apply**
If you are a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting remote opportunity. Please visit our website to register as a candidate and submit your application.
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